Service Requests provides the ability to create and keep track of all service requested by physical persons or companies which own a financial account within the CRM.COM. Service requests provide information regarding the physical goods and services that are impacted, the resources that will be required in order to deliver the request, as well as its resolution before and after it has been delivered. Each service request is related directly with an accounts receivable and not with the caller contact information so they are Accounts Receivable based Entities. Service requests are also Assignable Entities, meaning that it is mandatory to be assigned to a specific unit or user. Service Requests are also Explicit Viewing Access Entities
A Service Request is a request from a Customer for:
- Information
- Advice
- Request for Change (RFC)
- Standard Change: A common and straightforward change, that can be made under a strict, well-defined procedural control, without the need of RFC, therefore a risk-free change
- Access to an IT Service
- Report an incident